Firstly make sure you are using the correct address.

For security reasons we do not normally use the default port 21 for FTP instead we use another. The address you are given when you sign up includes the port on the end of the link [e.g. xxx.xxx.xxx.xxx:xxxxx] , be sure to copy it exactly and correctly fill in the "port" box if your FTP client has one.

Also remember that usernames and passwords are case sensitive so if you enter the password as "elephant" rather than "Elephant" it will not work.

If you follow all these steps and still have a problem send us a support ticket

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